Privacy Policy

1. Who we are

Energy Observe Ltd (“we”, “us”, “our”) is a UK business energy consultancy (registered in England and Wales, company number 06933747). We are the data controller responsible for the personal data we hold about you, and we are registered with the Information Commissioner’s Office (ICO) under reference ZB195724. Our office is B2 Patrick Tobin Business Park, Bolton Road, Wath-upon-Dearne, Rotherham, S63 7LL.

If you have any questions about this policy or how we handle your data, please contact us by email at enquiries@energyobserve.co.uk or by phone on 01709 874506.

2. The information we collect

Depending on how you interact with us, for example when you contact us, request a quote, or become a customer, we may collect and process the following kinds of information:

• Names and contact details
• Addresses
• Business information
• Energy usage data (such as your MPAN or MPRN)
• Billing and bank details
• Contract and tariff information
• Call recordings
• Complaint records

When you complete a contact or quote form on this website, the information you give us is typically your name, company name, email address, phone number, and details of your premises and current energy arrangements.

Information we collect automatically

When you use this website we also collect technical and usage data such as your IP address, browser type, device information and how you use the site, through privacy-friendly analytics that do not use cookies to identify you.

Where we get your data

We may obtain your information:

• Directly from you
• From B2B data providers
• From existing business records

3. How and why we use your information

We use your personal data to:

• Arrange and manage energy contracts
• Provide customer support
• Manage billing and administration
• Improve our service quality
• Provide marketing, where permitted

We only use your personal data when the law allows us to. The lawful bases we rely on are:

• Performance of a contract: to provide the brokerage and advisory services you have asked us for.
• Legal obligation: where we must keep or disclose information to comply with the law.
• Our legitimate interests: to respond to your enquiries, run and improve our service and website, and protect them from misuse, provided your rights do not override those interests.
• Your consent: for example, where required for marketing.

4. Who we share your information with

We do not sell your personal data. We may share it with the following, all of whom process data under our instructions and appropriate safeguards:

• Energy suppliers and licensed retailers, where you have asked us to obtain quotes or arrange a contract on your behalf.
• Salesforce, our customer relationship management (CRM) system.
• Microsoft 365 and Smartsheet, which we use to run our business and manage our work.
• Call recording providers.
• Payment and accounting providers.
• Website service providers who process data on our behalf (for example, hosting, email and analytics providers).
• Authorities or advisers, where we are required to do so by law or to establish, exercise or defend legal claims.

5. How long we keep your information

We keep personal data only for as long as we need it for the purposes set out in this policy, including to meet any legal, accounting or reporting requirements. As a guide:

• Contracts and billing: up to 6 years
• Call recordings: up to 7 years, where required
• Complaints: 2 to 6 years
• Marketing: until you withdraw consent

After the relevant period, your data is securely deleted or anonymised.

6. International transfers

Some of our providers may process data outside the UK. Where this happens, we ensure appropriate safeguards are in place, such as UK-approved contractual clauses, so that your data continues to be protected.

7. Keeping your information secure

We use appropriate technical and organisational measures to protect your personal data against unauthorised access, loss or misuse. These include access controls, secure systems, and encryption where appropriate, and we limit access to those who need it to do their job.

8. Your rights

Under UK data protection law you have the right to access your data, correct inaccuracies, request deletion, object to or restrict our processing, request the transfer of your data, and withdraw consent at any time. To exercise any of these rights, please contact us using the details above. We will respond within one month.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection, at ico.org.uk. We would, however, appreciate the chance to address your concerns first.

9. Cookies and analytics

Our website does not use advertising or tracking cookies. To understand how the site performs and is used, we rely on privacy-friendly analytics that do not store cookies on your device and do not identify you individually. Any cookies we do use are strictly necessary to make the site work and keep it secure.

Because we do not set non-essential cookies, the site does not ask you to accept or reject a cookie banner. If we introduce any non-essential cookies in future (for example, for marketing), we will ask for your consent first and update this policy.

10. Changes to this policy

We may update this policy from time to time. Any changes will be posted on this page with a revised “last updated” date.

11. How to contact us

For any privacy matter, contact us at enquiries@energyobserve.co.uk, by phone on 01709 874506, or by post at B2 Patrick Tobin Business Park, Bolton Road, Wath-upon-Dearne, Rotherham, S63 7LL.